Group Operations Manager - Service Delivery Management
Canada
Job Description
Group Operations Manager - Service Delivery Management
Others, Ontario
Job Summary
Job Responsibilities : Service Delivery Management • Own end-to-end EUC service delivery for customer accounts. • Ensure achievement of SLA, KPI, CSAT, and contractual obligations. • Drive Incident, Problem, Change, Request, and Asset Management processes. • Lead service review meetings and executive governance forums. • Ensure service continuity, operational resilience, and risk mitigation. End User Computing Operations • Manage workplace technologies including: o Windows 10/11 endpoints o Microsoft Intune o MECM/SCCM o Microsoft 365 o Azure AD / Entra ID o OneDrive o Mobile Device Management (MDM) o Virtual Desktop solutions (AVD/Citrix/VMware Horizon) • Oversee: o Endpoint lifecycle management o Device provisioning and deployment o Endpoint compliance and security o Application packaging and deployment o Software asset management o Endpoint patching and vulnerability remediation Team Leadership • Lead global and regional EUC support teams. • Manage L1, L2, and L3 support resources. • Conduct performance reviews, mentoring, and career development. • Build succession plans and drive capability development. • Foster a culture of accountability and customer centricity. Customer & Stakeholder Management • Act as a trusted advisor for clients and business stakeholders. • Present service performance, risks, and improvement initiatives to leadership. • Drive executive-level communication and governance. • Manage escalations and ensure timely resolution. Service Improvement & Transformation • Identify automation and cost optimization opportunities. • Lead workplace transformation programs. • Drive Windows upgrades, EUC modernization, and digital workplace initiatives. • Implement AI, automation, self-service, and shift-left strategies. Financial & Commercial Management • Manage service budgets and financial targets. • Monitor revenue, margins, productivity, and resource utilization. • Support contract renewals, RFPs, and service expansion opportunities. • Identify upsell and cross-sell opportunities. Compliance & Security • Ensure compliance with organizational policies and client requirements. • Support audit activities and regulatory obligations. • Drive endpoint security controls and remediation programs. • Partner with Security, Infrastructure, and Application teams.
Job Summary : The EUC Service Delivery Manager is responsible for leading End User Computing services across the enterprise, ensuring delivery excellence, operational stability, customer satisfaction, and continual service improvement. The role oversees desktop engineering, workplace services, endpoint management, application packaging, service desk integrations, mobility services, asset management, and endpoint security while ensuring compliance with contractual SLAs and business objectives. The individual will act as the primary interface between the customer, delivery teams, and key stakeholders, driving transformation initiatives, operational governance, and business outcomes.
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Key Responsibilities
NA
Skill Requirements
Skill Requirement : EUC Technologies • Microsoft Intune • MECM/SCCM • Windows 10/11 Administration • Autopilot • Microsoft 365 • Azure AD / Entra ID • Active Directory • Group Policy Management • OneDrive • Endpoint Security Solutions ITSM & Operations • ServiceNow • ITIL Framework • Incident Management • Problem Management • Change Management • Knowledge Management Reporting & Governance • Power BI • Excel Reporting • Service Dashboards • Executive Presentations ________________________________________ Required Experience • 10+ years of IT Infrastructure/EUC experience. • 5+ years managing large-scale EUC operations. • Experience handling global service delivery environments. • Proven stakeholder and customer management experience. • Experience managing multi-vendor environments. • Experience leading transformation and workplace modernization programs.
Other Requirements
Other Requirement : • SLA Compliance ≥ 95% • Customer Satisfaction (CSAT) • First Contact Resolution (FCR) • Incident Reduction Trend • Patching Compliance • Vulnerability Remediation Performance • Device Compliance Rate • Change Success Rate • Employee Productivity Improvement • Financial Targets & Margin Achievement
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